tbl_ticketstatus

6 rows


Description

Module: HRMS Helpdesk & Ticketing System
Purpose: Defines the master list of all valid statuses (states) that a support ticket can move through during its lifecycle (e.g., New, In Progress, Resolved).
Data: Stores the name, description, color code, and rules (like escalation triggers) for each status.
Process Usage:
- Used to populate the status dropdown menus in the ticketing interface.
- Governs the automated logic for escalation and reporting based on status and time spent in that status.
Key Points:
- Essential for defining and enforcing the support team’s workflow and SLA compliance.
- The colorcode aids in visual tracking of ticket health.
Business Impact: Standardizes the ticketing process, improves tracking, and facilitates performance analysis.

Columns

Column Type Size Nulls Auto Default Children Parents Comments
ticketstatusid bigserial 19 √ nextval('tbl_ticketstatus_ticketstatusid_seq'::regclass)
tbl_ticket.ticketstatusid fk_tbl_ticket_ticketstatusid R
tbl_tickethistory.ticketstatusid fk_tbl_tickethistory_ticketstatusid R

Primary key
Format: Integer (auto-increment)
Used as: Unique identifier for a single ticket status configuration.
ticketstatusname varchar 100 null

The user-friendly name of the status (e.g., “New,” “In Progress,” “Pending Customer Reply,” “Resolved”).
Format: Varchar/Text.
description varchar 500 √ null

A detailed explanation of what this status means in the context of the workflow.
Format: Text.
escalation bool 1 false

Flag or rule defining if this status should trigger an escalation (e.g., if a ticket stays in “New” for more than 2 hours).
Format: Boolean/Text.
status bool 1 false

The current lifecycle status of the status configuration itself (e.g., Active, Inactive).
Format: Varchar/Text.
createdby varchar 50 √ null

FK: public.tbl_userlogin.id or public.tbl_employee.employeeid
Meaning: The user who created this status configuration.
createddate timestamp 29,6 √ null

Timestamp of when the status configuration record was created.
Format: Timestamp with timezone.
modifiedby varchar 50 √ null

FK: public.tbl_userlogin.id or public.tbl_employee.employeeid
Meaning: The last user who modified this status configuration record.
modifieddate timestamp 29,6 √ null

Timestamp of the last modification to the status configuration record.
Format: Timestamp with timezone.
companyid int4 10 null
tbl_companymaster.companyid fk_tbl_ticketstatus_companyid R

FK: Reference to a company master table
Meaning: Restricts this status configuration to a specific company, if applicable.
colorcode varchar 6 √ null

A color code (e.g., HEX code) associated with the status for visual representation in dashboards and reports.
Format: Varchar.

Indexes

Constraint Name Type Sort Column(s)
pk_tbl_ticketstatus_ticketstatusid Primary key Asc ticketstatusid

Relationships

Close relationships within degrees of separation